Director of Operations

Montego Bay, St.James, Jamaica

Full Time

Senior Manager/Supervisor

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks experienced, qualified and professional individuals to join our team in Montego Bay.

DIRECTOR OF OPERATIONS

Position Overview

The Director of Operations at Contax360 holds a senior leadership position, responsible for overseeing and optimizing operational processes at scale. This leader ensures client satisfaction, meets service level agreements (SLAs), maximizes the profitability of all campaigns, and provides strategic vision across teams. A key part of this role involves fostering a high-performance, growth-oriented culture through hands-on mentorship of management, training, quality assurance, operations, and workforce.

Key Responsibilities

Develop and implement operational strategies aligned with the company’s vision and business objectives.
Identify growth opportunities within existing accounts and through new business development.
Drive initiatives to maximize the profitability of campaigns and projects.
Collaborate with executive leadership on organizational initiatives and strategic projects.
Participate in the creation of annual budgets, forecasts, and operational plans.

Operations Management

Oversee day-to-day operational activities for efficient, effective delivery of BPO services.
Monitor key performance indicators (KPIs) to ensure quality, efficiency, and productivity targets are met or exceeded.
Ensure adherence to client SLAs and contractual obligations.
Design and implement process improvements that boost operational effectiveness and reduce costs.
Drive automation and digital transformation initiatives.
Monitor and maximize the profitability of each campaign through effective resource allocation and operational improvements.

Client Relationship Management

Serve as primary point of contact for key clients on operational delivery and performance matters.
Lead regular business reviews and performance discussions with client stakeholders.
Proactively anticipate and resolve client issues or escalations.
Establish and nurture enduring partnerships with a focus on satisfaction and retention.

Governance and Compliance

Ensure operations comply with all relevant regulations, laws, and industry standards (e.g., PCI-DSS, SOC).
Develop/Refine, implement, and monitor operational policies and procedures to mitigate risks and ensure quality.
Lead internal and external audit processes from an operational perspective as required.

People Leadership, Mentorship, and Development

Provide mentorship and guidance to the management team of direct reports, including those overseeing Training/QA, Operations Managers, and Workforce Management Leads.
Lead, mentor, and develop a high-performing team, fostering a culture of accountability, collaboration, and continuous development.
Support and oversee workforce planning, talent management, and succession planning activities.
Set clear goals and performance expectations for all direct reports and their teams.
Support employee engagement, motivation, and retention through recognition, mentorship, and leadership programs.

Financial Management

Manage operational budgets and expenditures, driving cost containment and margin improvement.
Provide feedback based on operational data to identify opportunities for cost savings and greater efficiency.
Support pricing and contract negotiations with clients.

Continuous Improvement and Innovation

Champion a culture of continuous improvement, identifying and implementing best practices across all operations.
Lead process improvement projects to further enhance service delivery and campaign profitability.
Stay current with industry trends and emerging technologies.

Stakeholder Communication

Provide regular updates to executive management, clients, and internal stakeholders on operational performance, challenges, and initiatives.
Prepare and present reports, dashboards, and analyses as required.

Qualifications

Bachelor’s degree in Business Administration, Operations Management, or related field, or advanced degree preferred.
Minimum 10 years of experience in operations management, with at least 5 in a leadership role within the BPO industry.
Demonstrated experience mentoring and developing management teams, including Training/QA, Operations, and Workforce functions.
Strong track record of maximizing profitability for multi-client, multi-campaign environments.
In-depth knowledge of BPO models including customer service, back-office, technical support, and knowledge process outsourcing.
Analytical, problem-solving, communication, negotiation, and relationship management skills.
Familiarity with industry tools (CRM, WFM, RPA, analytics platforms).
High integrity, professionalism, and the ability to drive results in a dynamic setting.

Key Competencies

Leadership: Inspires and motivates teams, drives results, manages change, and provides mentorship to all levels of operations management.
Strategic Thinking: Sees the big picture, anticipates challenges, and develops innovative, profitable solutions.
Operational Excellence: Delivers high-quality, efficient, and scalable operations focused on profitability and client satisfaction.

All applicants must have a valid Government issued photo ID, NIS & TRN.
Successful candidates must be able to furnish a police record and pass an employment backgroundcheck

Please read carefully before signing.

Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.

I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.

ELECTRONIC SIGNATURE NOTICE AND CONSENT

This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).

Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.

Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.

Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.

Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.

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Director of Operations

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